Guest Service Coordinator

Summary:

As a Guest Service Coordinator, your role is essential in delivering accurate, timely service as you respond to inquiries, manage bookings, and provide detailed information from the command center. You stay up to date on daily hotel rates and room availability, ensuring every guest interaction is informed, efficient, and aligned with our service standards. Your ability to manage high volumes of communication and data with precision supports smooth hotel operations and directly contributes to maximizing occupancy and revenue.

Essential Functions and Responsibilities:

• Provide timely and courteous guest service consistent with the companys guest service culture
• Answer all incoming command center calls and respond with professionalism and accuracy
• Manage guest bookings and inquiries, providing current information on room availability and hotel rates
• Resolve guest complaints and disputes in a manner that ensures guest satisfaction
• Coordinate guest requests, including early check-ins, late check-outs, special needs, and special accommodations by communicating with Housekeeping and other relevant departments
• Manage and distribute guest gift cards as needed
• Run essential hotel reports and manage due outs
• Maintain clear communication and collaboration with Front Desk, Housekeeping, Facilities, and Casino departments
• Build and maintain positive relationships with guests and team members across departments
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the companys guest service culture standards
• Perform other duties as assigned

Qualifications

• 6 months of experience in a similar role or a role with relevant transferable skills preferred
• Ability to follow instructions and complete tasks accurately in a fast-paced environment
• Strong communication skills and willingness to work as part of a team
• Committed to fostering a respectful, inclusive, and safety-conscious work environment
• Ability to access and input information using a moderately complex computer system
• Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams
• Ability to use a 10-key adding machine by touch preferred

Requirements

• At least 18 years of age
• High School Diploma or equivalent required
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• None

Physical Requirements

• Occasionally push, pull, lift and/or carry up to 25lbs. at floor, knee, waist, and chest levels
• Occasionally squat, kneel, reach, bend, twist
• Regularly sit and work at a desk or computer
• Regularly standing and walking
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Ability to distinguish between shades of color
• Ability to tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky
• Noisy
• Bright flashing lights
• Hot & cold temperatures
• Exposure to dust, fumes and/or gases

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.